#39 - Client Success Manager - Up to $60,000 - Seeking Military Veteran

Fayetteville, North Carolina, Full time

Client Success Manager - Up to $60,000 - Seeking Military Veteran

The Client Success Manager (CSM) is responsible for ensuring customers understand, internalize, and experience the value of the products and services throughout the duration of their journey with the Company. 

The CSM establishes a solid rapport and ensures a seamless transition for the client throughout the sales cycle.

After a purchase is made, the CSM is involved in setting up new accounts and onboarding customers, while working with the customer to make certain they can extract the most value from the product after purchase. The CSM also helps to resolve customers’ challenges post sale.

The CSM is responsible for protecting revenues within existing accounts. This individual serves as the single-point-of-contact for a specific account (or set of accounts) and is responsible for the successful execution of all client services, including client's successful use of software, all product enhancements and ongoing support.

The CSM is responsible for exploring accounts and identifying opportunities for expansion in software, services, and training.

  • Onboard new clients by providing them with the information and assistance that they need to properly install software.
  • Coordinate with the appropriate departments to ensure that clients receive their purchases of software, training, and/or services within a timely manner.
  • Continually update the “Validation Status” section within opportunities to accurately track when software, training, and/or services are rendered.
  • Set up a Zoho Project for Extended Support Plan clients.
  • Ensure full implementation of all Blue Light solutions within 7 days of onboarding.
  • Promptly troubleshoot any implementation issues and escalate as required.
  • Perform periodic checkpoints with clients to provide additional support and ensure all proper points of contact are documented in Zoho CRM.
  • Provide weekly reporting to the VP of Client Success regarding onboarding/delivery statuses on active accounts.
  • Provide monthly reporting to the VP of Client Success regarding client checkpoints.
  • Resolve customer challenges when they arise and provide a solution.
  • Reach out to clients 90 days before their software renewal date to secure software subscriptions and support renewals with existing clients.
  • Obtain appropriate quotes from the respective vendors for renewal quotes to be sent to client.
  • Construct and send quote to client for renewals.
  • Upon receipt of signed quote or purchase order, convert quote to sales order while maintaining communication with accounting.
  • Gather client satisfaction feedback through annual surveys and inform Blue Light’s leadership of the reviews to find ways to enhance the customers’ experience.
  • Work with the VP of Client Success to streamline and improve Client Success processes.
  • Document Client Success processes and procedures.
  • Other post-sale duties as assigned.

  • i2 Portfolio experience and knowledge: Analyst’s Notebook, Analyst’s Notebook Premium, iBase, iBase Designer, Enterprise Insight Analysis (EIA), Blue Fusion, etc.
  • Experience working in or with the intelligence & investigative realms, familiar with typical workflows.
  • Effective Communication—The ability to communicate information and ideas in speaking so others will understand.
  • Excellent Presentation Skills—The ability to deliver effective and engaging presentations to a variety of audiences.
  • Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Time Management — Managing one's own time and the time of others.
  • Technological Skills—Proficient in using Microsoft Office and CRM software.

  • Minimum three years of investigative and/or analysis field experience.
  • Experience with data analysis – looking at vast, diverse data with an objective and answering questions, drawing hypothesizes and determining outcomes: a process of cleaning, transforming, and modeling data to discover useful information for business decision-making.
  • Link analysis – conducting data analysis is a relational format: an analysis technique that focuses on relationships and connections in a dataset.
  • Understanding of relational databases: a type of database that stores and provides access to data points that are related to one another.

  • Prolonged periods in a stationary position at a desk and working on a computer.
  • Constantly operate a computer and other office productivity equipment.
  • Travel Requirements: Some travel may be required. This position is remote.

COMPENSATION: Up to $60,000 with commission opportunities

  • Our Recruiting Manager, Zach Florian — not an automated computer program— will personally read your application.
  • If there is mutual interest, we will reach out to tell you all about the hiring company and answer your questions so you can determine if this is a position you’d like to pursue.
  • To follow up on your status, please wait at least 48 business hours and then email, Florian@7Eagle.com.
  • Even though we focus on Veterans, transitioning Service Members, and Military Spouses, this position is open to everyone.
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